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Customer Service Management

Amherst, NH
August 06, 2012

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Gregory Johnson

*** **** **** ****, *******, New Hampshire 03031

603-***-**** ( email:


Candidate provides strategic direction and organizational development,

targeting customer facing service and software businesses. Exceptional

ability to coordinate ongoing SaaS development cycle and implementation

activities in collaboration with stakeholders while achieving customer

satisfaction and revenue goals through reliable and cost-effective

project and roadmap delivery. Strong organizational and process driven,

execution skills ensure on-time implementations and effective change

management in highly dynamic environments. Consistent team builder with

proven ability to acquire, develop, retain and adapt existing resources

to achieve aggressive objectives. M.S. Computer Science. Expertise


Information Technology Strategy

SaaS Design and Delivery

Development and QA Cycle

P&L and Budgeting

Customer and C-level Communication

Critical Account Management

Team Building, Development & Change Management



Vice President, Customer Services

2011 - 2012

Invention Machine is a recognized leader in semantic search and

innovation technologies, I direct global customer service operations

including the technical Infrastructure and 7/24 operations for our

production content and search service, Customer Service Engineering,

QA and Application support resources as well as customer satisfaction

programs, and product release activities.

. Worked directly with priority customers to develop product

enhancements, user adoption activities and custom maintenance

programs to achieve 90% customer retention rate on $6M annual

maintenance revenue.

. Achieved 50% cost reduction and improved customer startup experience

by defining and implementing a new customer rapid installation and

onboarding process in close collaboration with consulting services

and sales account management.

. Implemented case management and escalation processes using to effectively manage case volume and automation of

priority and exception reporting, resulting in a 34% reduction in

case backlog.

. Performed platform and vendor selection, project definition,

development and launch of a restructured eLearning management system

using to promote customer adoption, interest

development and self directed skills development for our new and

existing customers.

. Defined and implemented a structured release and patch process which

included prioritization, exhaustive automated regression testing,

full beta testing environment, customer online update process and

procedures and release/patch documentation standards.

Gregory Johnson

Page Two

JDA SOFTWARE, Scottsdale, Arizona

2010 - 2011

Vice President, Managed Services

Joined JDA through its acquisition of i2 Technologies, provided

ongoing and change management for i2 FreightMatrixTM business unit

while maintaining service delivery continuity, SLA's and audit


. Facilitated the integration of i2's FreightMatrixTM SaaS

transportation logistics solution into the existing JDA Managed

Services Private Cloud Services model leveraging global operations

resources, vendor cloud infrastructure and defining India based

service desk processes using ITIL methodology.

. Designed and implemented a highly scalable and secure document

transfer and data mapping service using Cleo VLTtrader and Liason ECS

software to achieve high volume vendor, shipper and client supply

chain integration portal for client ERP and transportation management

systems using industry standards & protocols (AS2, SFTP, iDoc, XML,

EDI). Sustained volume of more than 4 million message transactions

per month.

i2 TECHNOLOGIES, Dallas, Texas

2000 - 2010

Senior Director & General Manager, FreightMatrixTM

FreightMatrix is i2's Transportation Management System SaaS offering.

This position required strong customer communication, sales support

and technical skills to drive 600% revenue growth exceeding $10M/yr

revenue, scalable architecture, redundancy & disaster recovery


. Directed SaaS solution development and implementation using Agile &

i2PM methodologies, while enabling template driven, on time delivery

of new functionality and customer go-lives.

. Managed SAS 70 audit compliant infrastructure operations, technical

and customer support utilizing VMware, SAN, Oracle 11g RAC, WebLogic

10, Linux and MS Windows 2003.

. Primary account management 13, Fortune 500 core customers who

transact $1.5 billion global freight spend annually.

. Built and coordinated globally distributed team of 28 North American,

European and India based information technology and logistics

software support and development specialists providing 7/24/365


. Developed the design and technical specifications for multi-tenant

SaaS including SOA, Web Services, access and authentication models

and auditability considerations.

. Maintained 99.85% application availability while facilitating 3 major

service infrastructure consolidation, relocation and upgrade projects

during a 7-year period.

STAPLES INCORPORATED ( Framingham, Massachusetts


Senior Manager of Technical Services

While managing NT and Unix systems engineering, networking, security

and hardware infrastructure functions for, architected

and led build-out of site using Microsoft ecommerce platform.

. Launched a redesigned ecommerce web site (, which

required coordination of considerable quality testing and performance

analysis efforts to identify corrections for numerous application

architecture, capacity and operational issues. As a result of this

effort, the site was able to surpass a $1 million/day

online order revenue rate.

. Supported 290% site traffic growth over a 3 month period by defining

and implementing horizontally scalable infrastructure upgrades,

coordinating activities from procurement thru to go-live.

. Facilitated a 19% improvement in technical issue resolution time

which improved overall customer satisfaction and supported continued

revenue growth of online sales.

Gregory Johnson

Page Three


1998 - 2000

Global Internet Service Delivery Manager

Program management and technical leadership for design and deployment

of a global Internet based hosting and services infrastructure

utilizing existing corporate resources, third party vendor

relationships and Compaq-owned infrastructure and facilities.

. Implementation of multi-homed Internet server hosting and support

centers located in Atlanta, GA; Colorado Springs CO; Reading, England

and Sydney, Australia while coordinating a 7/24 services staff of 220


. Supported numerous outsourcing service proposal development efforts.

Assessment of customer requirements and the development of integrated

technical and organizational delivery solutions with stringent cost

and service level commitments. Customers included KPMG, Solvay, Wells

Fargo Banks; Armed Forces of Ghana, Africa; Elan; Scancem; and

Novartis producing targeted services revenue of $50 million annually.

NEWS CORPORATION of AMERICA, Cambridge & Lowell, Massachusetts

1995 - 1998

Vice President of Infrastructure Operations, News Internet Services

Managed technical & user support and operations for online service

and web hosting infrastructure with an annual budget of $12M.

. Implemented response and monitoring center capable of extensive

problem detection and resolution activities in a team focused

environment, utilizing SNMP monitoring and issue management software.

. Achieved 24-month profitability goal in 18 months as a result of

successful consulting and hosting project completions included, Ziff-

Davis's ZDNET's software download center; Smart Money's web portal;;;;;; The

LineOne online service in London, United Kingdom, and, Beijing China.

. Directed design, construction and ongoing operation of a 5700 sqft

enterprise data center providing IT and applications for 300+ users

in NY and MA. Supervision of line managers and staff responsible for

production systems administration, network support, operations,

desktop and IT.


Positions progressed rapidly through technical and management levels,

continually assuming increasing leadership and responsibility for

Northeast Production Data Centers including supervisory, technical

and operations staff exceeding 100 resources, regionally located in 5

New England sites.


M.S., Computer Science, Rivier College, Nashua, New Hampshire

B.S., Business Administration, Management Information Systems,

Nichols College, Dudley Massachusetts

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